Management Consultant - Utilities Industry

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 120,000 - 210,000; Full time

Job summary

Accenture is seeking an experienced Utilities Retail Consultant to help utility organizations modernize customer operations, transform services, and drive large-scale programs across CIS, CRM, and billing.

You will collaborate with client executives and cross-functional teams to define transformation strategies, lead implementation programs, optimize business processes, and deliver measurable outcomes across electricity, gas, water, and broader utilities sectors.

Qualifications

• Bachelor’s degree in Business, Engineering, Information Systems, Utilities Management, or a related discipline.
• 5–11 years of experience in Utilities Retail, customer operations, or related consulting.
• Experience delivering CIS/CRM transformation initiatives within utilities.
• Strong knowledge of customer management, billing, meter-to-cash, and collections.
• Experience leading client workshops and requirements gathering.
• Excellent stakeholder management and cross-functional collaboration.
• Excellent communication and presentation skills.

Responsibilities

• Lead transformation programs from strategy through deployment.
• Advise on customer operations, billing, metering, collections, and digital transformation.
• Lead CIS/CRM workstreams and translate business requirements into solutions.
• Facilitate requirements workshops and stakeholder discussions.
• Manage large-scale transformation initiatives including readiness and change adoption.
• Collaborate with business and technology teams to develop functional solutions.
• Support proposal development, client presentations, and business development.
• Contribute to practice development with reusable assets and knowledge sharing.
• Communicate complex concepts to technical and non-technical stakeholders.
• Support delivery governance across multiple workstreams.

Skills

Stakeholder management

Analytical thinking

Communication skills

Presentation skills

Workshops facilitation

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in Business, Engineering, Information Systems, Utilities Management, or related

Tools

CIS

CRM

Billing systems

Job description

About The Role

Accenture is seeking an experienced Utilities Retail Consultant to help utility organizations modernize customer operations, improve service delivery, and accelerate business transformation. In this role, you will lead large-scale transformation initiatives across Utilities Retail, Customer Information Systems (CIS), Customer Relationship Management (CRM), billing, customer service, and operating model modernization.

You will work closely with client executives and cross-functional teams to define transformation strategies, lead implementation programs, optimize business processes, and deliver measurable business outcomes across electricity, gas, water, and broader utilities sectors.

Key Responsibilities

• Lead Utilities Retail and customer transformation programs from strategy through implementation and deployment.
• Advise client stakeholders on customer operations, billing, metering, collections, customer service, and digital transformation initiatives.
• Lead functional workstreams across CIS and CRM transformation programs, ensuring business requirements are translated into scalable solutions.
• Facilitate business process assessments, requirements workshops, and stakeholder discussions to identify opportunities for operational improvement.
• Manage large-scale business transformation initiatives, including business readiness, deployment planning, risk management, and change adoption activities.
• Collaborate with business and technology teams to develop functional solutions that align with client objectives and industry best practices.
• Support proposal development, solution shaping, client presentations, and strategic business development activities.
• Contribute to practice development through thought leadership, reusable assets, capability development, and knowledge-sharing initiatives.
• Communicate complex business and technical concepts effectively to both technical and non-technical stakeholders.
• Support delivery governance and ensure successful execution across multiple project workstreams.

Required Qualifications

• Bachelor's degree in Business, Engineering, Information Systems, Utilities Management, or a related discipline.
• Minimum 5-11 years of experience within Utilities Retail, customer operations, business transformation, consulting, or related fields.
• Demonstrated experience delivering or supporting CIS and CRM transformation initiatives within the utilities sector.
• Strong understanding of utility retail business processes, including customer management, billing, payments, meter-to-cash, collections, and customer service operations.
• Experience leading client workshops, requirements gathering, process design, and solution definition activities.
• Proven ability to manage stakeholders and work effectively across business and technology teams.
• Strong analytical, problem-solving, communication, and presentation skills.
• Experience managing multiple priorities and delivering results in complex client environments.

Preferred Qualifications

• Experience in electricity, gas, water, or multi-utility organizations.
• Experience supporting large-scale CIS, CRM, digital customer service, or enterprise transformation programs.
• Knowledge of regulated and competitive utility market environments.
• Experience in business readiness, deployment, organizational change, or operating model transformation initiatives.
• MBA or relevant postgraduate qualification.
• Utilities industry certifications or professional accreditations.